Customer Retention Associate (Voice)- WFH

About Pearl West Group

Pearl West Group is a fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands. We're customer-obsessed, data-driven, and building a team that's as passionate about our customers as we are about our products.

Role Overview

We are building a talent pool of Customer Service Representatives (CSR) that focuses on retention.

We're looking for passionate, customer-focused individuals who can deliver real value to our customers — not just resolve issues, but build loyalty, prevent churn, and drive long-term satisfaction. As a Customer Retention Associate, you'll handle inbound inquiries via live chat and phone, and proactively reach out to customers through outbound calls to offer personalized solutions, upsell relevant products, and keep them coming back.

Selected candidates will initially join our Customer Experience team on a 3-month contract — with the possibility of full-time employment based on performance.

Key Responsibilities

• Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day)
• Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls)
• Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues
• Maintain accurate and complete customer interaction records
• Identify recurring issues and suggest improvements to processes or templates
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction
• Perform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)

Qualifications

Category

Requirement

Experience

Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales

Sales Skills

Sales-driven with strong closing, persuasion, and objection-handling skills

Communication

Excellent spoken and written English —strong phone presence with a neutral or international accent

Tools

Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms

Multitasking

Able to manage live conversations across chat and phone simultaneously

Integrity

Reliable, proactive, and comfortable working independently in a remote setup

Availability

Must be available for training (Tuesday–Saturday, 4 AM–12 NN PHT); shift schedule to be discussed, with preference to those that can work in different time zone and weekend

Nice-to-Have Skills

• Experience with subscription-based DTC brands or recurring billing models
• Familiarity with Amazon Seller Central, TikTok Shop, ClickUp, Meta Business Suite
• Experience working with 3PL or fulfillment partners
• Google Workspace proficiency (Docs, Sheets)
• Pet owner or strong familiarity with pet owners' needs and concerns is a big plus!
• Strong QA or quality monitoring background in a CS or voice environment — we'd love to hear from you!

Why Join Us?

• Work with a growing portfolio of brands that people genuinely love
• Remote-first, results-driven culture
• Opportunity to grow within the CS and retention function as the team scales
• Be part of building something from the ground up

Application Process

1. Submit your resume highlighting your relevant experience
2. Online assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6 - no assessment, no interview
3. Initial interview with the HR team.
4. Mock Call Assessment
5. Final interview with the hiring manager.